JOB OVERVIEW:
Under the general guidance of the Director of Spa, the Spa Supervisor supports and oversees daily spa operations, ensuring exceptional cleanliness, service, safety, and guest satisfaction. This hands-on role provides daily direction to spa coordinators, attendants, and therapists, coordinates guest flow and treatment schedules, and ensures consistent adherence to Delano brand standards. The Spa Supervisor assists with team coaching, guest relations, inventory monitoring, and the overall wellness environment, escalating significant staffing, financial, and operational decisions to the Director of Spa.
YOUR KEY RESPONSIBILITIES:
- Collaborate daily with the Director of Spa; provide shift updates, guest feedback, and operational reports as requested
- Ensure cleanliness and maintenance of spa, equipment, and guest areas
- Monitor treatment room readiness, therapists’ restocking, and product preparation; coordinate repairs with housekeeping and engineering
- Oversee spa attendants and locker room upkeep; ensure spa opens/closes on schedule
- Reinforce staff dress code, punctuality, professionalism, and service standards; share performance observations with the Director of Spa
- Coordinate therapist appointments, daily schedules, and shift coverage through Book4Time within approved staffing plans
- Supervise spa reception and assist with front desk coverage, breaks, reservations, and guest communication as needed
- Handle guest services: greet guests, assist with services and retail, resolve issues, and maintain high satisfaction
- Coordinate group services with staff and external coordinators
- Support staff training and coaching; document performance concerns and refer formal reviews and disciplinary decisions to the Director of Spa
- Provide hands-on coaching and daily direction to spa coordinators, attendants, and therapists
- Monitor massage and spa supply inventory, storage standards, and replenishment needs; submit purchase requests for approval
- Guide Spa Attendants in locker room, social sauna, thermal area, and equipment readiness and guest safety
- Oversee daily Book4Time operations, reservation accuracy, guest transactions, cash reporting, and schedule coordination
- We recognize we are in the hospitality industry and that may require us to provide lateral service. We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.
ADDITIONAL RESPONSIBILITIES:
- Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
- Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
- Remain calm and alert, especially during emergency situations.
- Exercise sound judgment within established procedures and escalate unusual situations, safety issues, and policy exceptions to the Director of Spa